Marsh Brokers-non existent service

I am writing to express my deep disappointment with the service provided by Marsh Brokers and Hollard Short Term Insurance regarding my recent insurance claims.

It has now been nearly three weeks since we lodged our claims following the damage to our carport, cars, and property caused by a tree fall. During this time, Marsh Brokers, specifically our broker Jozef Wilson, has been extremely unhelpful. We have had to follow up with them multiple times a day, only to hear that they are still awaiting feedback from Hollard. There has been no proactive communication, no sense of urgency, and no meaningful assistance from the brokers, whose primary role should be to assist and guide us through this process.

In addition to the lack of assistance, Jozef Wilson sent us a message via WhatsApp, stating that he "also has a life and is almost on pension." We found this response to be highly unprofessional, given that we are paying for services that include broker support and timely resolution of claims.

Hollard Short Term Insurance has also fallen short in terms of their service. They took two weeks just to send an assessor, who then disagreed with the panel beaters regarding the severity of the damage to one of our cars. Even after this long delay, we are still waiting for any positive feedback on our claims, and despite being told that payout would occur within 48 hours, we have yet to receive any progress on claims related to our carport and palisades.

To make matters worse, we discovered that our top-up cover had mysteriously disappeared, even though our premium remains unchanged. This lack of transparency and reliability has made an already frustrating situation even worse.

We expected Marsh Brokers and Hollard to act in our best interest as their clients, but instead, we have been left to manage the claims process on our own. The service we’ve received is far from acceptable, and it has caused us considerable stress and inconvenience.

I am writing this letter to formally highlight our dissatisfaction with Marsh Brokers, broker Jozef Wilson, and Hollard Short Term Insurance. We hope this public platform will bring attention to the poor service we’ve experienced and prompt the necessary improvements for a timely and fair resolution of our claims.